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Call Center Business Plan Example
Call Center Business Plan Example
BUSINESS
PLAN
Adding Care through Calls
Upmetrics [email protected]
Executive Summary 3
Mission Statement 4
Vision Statement 4
Customer Focus 5
Objectives 5
Financial Summary 5
3 Year profit forecast 5
Chart 5
Company Summary 7
Business Structure 8
Startup summary 8
Startup cost 9
Chart 9
Products and services 12
Market Analysis 14
Market Trends 15
Market Segmentation 15
Chart 15
Corporate Organizations 16
Advertising and Marketing Agencies 16
Political Parties 16
Religious Organizations 16
SWOT Analysis 17
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Gross Margin Yearly 25
Chart 25
Projected Cash Flow 26
Projected Balance Sheet 27
Business Ratios 28
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1.
Executive Summary
Mission Statement
Vision Statement
Customer Focus
Objectives
Financial Summary
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Biztalk Calling Services, LLC is a one-stop, standard and licensed call center
that is fully equipped with the latest technology in the telemarketing and call
center industry. Our call center will be located in the heart of Woodbridge,
Detroit - Michigan, U.S, and we are positioned to work for a wide range of
Read More
clients ranging from religious organizations to political parties to corporate
Mission Statement
It is the mission of BCS to provide our clients with top-quality call center
services 24 hours a day that provides the greatest chance of communicating
with end customers. We do B2B and B2C services including both inbound and
outbound calls. We have a dedicated and well-trained cadre of customer
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support specialists who are able to consistently provide excellent services
Vision Statement
Our vision is to become the number one call center agent in the whole of
Detroit, Michigan within the first five years of starting the business.
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Objectives
The three-year goals for Biztalk Calling Services LLC (BCS) are:
Financial Summary
10.00k
5.00k
0
Year1 Year2 Year3
Company Summary
Business Structure
Startup summary
Business Structure
Startup summary
The start-up assets required are shown in the tables below. This includes
expenses and the cash needed to support operations until revenues reach an
acceptable level. Most of the company’s liabilities will come from outside
private investors and management investment, however, we have obtained
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current borrowing from Bank of America Commercial Investments, theRead principal
Amount
100.00k
75.00k
50.00k
25.00k
0
Expenses Assets Investment
Expenses 50000
Assets 80000
Investment 35000
Legal $75,500
Consultants $0
Insurance $62,750
Rent $22,500
Signs $1,250
Start-up Assets $0
START-UP FUNDING $0
Assets $203,125
TOTAL ASSETS $0
Liabilities $0
Current Borrowing $0
Long-term Liabilities $0
TOTAL LIABILITIES $0
Capital $0
Planned Investment $0
Investor 1 $312,500
Investor 2 $0
Other $0
answering services
basis telemarketing services
services
services
solicitation services
Providing customer service Technical support services
Market Analysis
Market Trends
Market Segmentation
Market Trends
The Telemarketing and Call Center industry is indeed witnessing steady growth
over the years especially in countries such as the United States, China, India,
the Philippines, and even in the united kingdom. Though some players in this
industry would prefer to build their call centers in places where they can
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maximize profits; countries like India, China, and The Philippines readily comes
Market Segmentation
Given the increasing popularity of the call center industry, Biztalk Calling
Services understands the value of coming up with sustainable marketing
strategies to acquire a larger market share. Being the second-largest city in the
United States, Detroit is a business hub with many corporations looking for
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quality call center services to support their business operations. Based on
Schools: 24.2 %
Individuals and Households: 30.3 %
Corporate Organizations
Start writing here..
One of the main services offered by Biztalk Calling Services is marketing and
lead generation. Call centers play a major role in advertising and brand
awareness which attracts marketing agencies intending to roll out advertising
campaigns for various products and services. Thanks to investing in
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sophisticated and cutting-edge technologies, the call center has invested in the
Political parties have been identified as a potential customer group to reach out
to in this call center business plan sample. Political parties often conduct
fundraising and campaigns which need a professional call center facility to
handle all communication aspects on behalf of a client. Political parties always
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run elaborate campaigns in order to create awareness and outshine their
Political Parties
Start writing here..
With many religious organizations operating in Detroit, the demand for call
centers is high as religious establishments are always in need of call centers to
support various organization functions. Just like political parties, religious
organizations engage in numerous fundraising and campaigns.
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Religious Organizations
Start writing here..
SWOT Analysis
Strengths Weaknesses
Our core strength lies in our service As a new call center in Detroit, it might
offerings, the power of our team, and the take some time for our organization to
state-of-the-art call center equipment and break into the market and attract some
software applications that we have. We well–established corporate clients; that is
have a team that can go all the way to perhaps our major weakness. Another
give our clients value for their money. We weakness is that we may not have the
are well-positioned in the heart of required cash to pump into the promotion
Woodbridge, Detroits and we know we will of our business the way we would want to.
attract loads of clients from the first day
we open our call center for business.
S W
Opportunities Threats
The opportunities in the telemarketing and Technology and the internet which of
call center industry are massive especially course is a major tool for the
in Detroit, and we are ready to take advancement and gains achieved in the
advantage of any opportunity that comes telemarketing and call center industry can
our way. also pose a threat to the industry. The
truth is that with the advancement of
technology, it is now easier for
organizations to leverage software
applications to conduct their
telemarketing, market research, and
Sales Strategy
Advertising Strategy
We have been able to work with brand and publicity specialists to help us map
out publicity and advertising strategies that will help us walk our way into the
heart of our target market. We are set to take the telemarketing and call center
industry by storm which is why we have made provisions for effective publicity
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and advertisement of our call center agents.
Sales Forecast
Sales are based on the various contract projects we anticipate acquiring in the
various market segments. Revenues are based on average costs per
project/contract based on estimated time and complexity of contract plus an
undisclosed profit margin. The company does not have any significant direct
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costs of sales.
500.00k
250.00k
0
2021-22 2022-23 2023-24
Financial Plan
Important Assumptions
Brake-even Analysis
Projected Profit and Loss
Projected Cash Flow
Projected Balance Sheet
Business Ratios
The company will be financed by John himself and he will control the direction
of the business to make sure that it is expanding at the forecasted rate. As for
the Call Center business start-up, no equity funding or outside loans will be
required. With the help of financial experts, John has developed the following
financial plan for his start-up business, which outlines the financial Read More
Important Assumptions
The financial projections of the company are forecast on the basis of the following assumptions. These
assumptions are quite conservative and are expected to show deviation but to a limited level such that
the company’s major financial strategy will not be affected.
Plan Month 1 2 3
Other 0 0 0
Brake-even Analysis
Monthly Units Break-even 5530
Assumptions:
Other $0 $0 $0
Expenses
Leased Equipment $0 $0 $0
Other $0 $0 $0
Profit Before Interest and Taxes $105 205 $146 040 $186 875
Interest Expense $0 $0 $0
Profit
15.00k
10.00k
5.00k
0
Year1 Year2 Year3
Year1 10000
Year2 12000
Year3 14000
Gross Margin
Year1
Year2
Year3
Year1 10000
Year2 12000
Year3 14000
SUBTOTAL CASH FROM OPERATIONS $47 143 $53 651 $59 359
Dividends $0 $0 $0
Current Assets
Long-term Assets
Current Liabilities
Current Borrowing $0 $0 $0
Long-term Liabilities $0 $0 $0
TOTAL LIABILITIES AND CAPITAL $198 839 $232 978 $267 117
Percent of Sales
Main Ratios
Additional Ratios
Activity Ratios
Debt Ratios
Liquidity Ratios
Net Working Capital $120 943 $140 664 $160 385 N.A.
Additional Ratios